Function cockpit
AI GBS & Global Business Services
One front door for the enterprise. The digital-workforce factory.
Phase: Phase 4 — Governed autonomy
Operate shared services as an enterprise control tower and digital-workforce factory: intake, routing, standard execution, queue balance and evidence packaging are agent work; service design, sourcing strategy and control acceptance remain human.
Trust score
0
Touchless
0%
Human review
0%
Override rate
0%
Capacity released
30-50% released operating capacity across mature services; selected transactional workflows higher
Accountable human
Head of Global Business Services
CoS agent: GBS Chief of Staff
Autonomy, trust, and throughput at a glance
Health
Is this function holding
Four readings with a printed rule behind each, then the outcome measures the function is judged on. A reading without a rule is decoration.
Autonomy against target
81%
7 points short of the 88% target
Trust score
92
at or above the 85 floor for a rung promotion
Touchless rate
84%
16% of items still take a person somewhere in the run
Override rate
4%
people are agreeing with the agents on the overwhelming majority of calls
Enterprise touchless rate
+1384%
Work completed without human handling across services
SLA risk prevented
+2841,412cases
Predicted breaches averted by reprioritization
Cost per outcome
-1.403.10$
Blended human, agent and compute cost
Control pass rate
+1.199.2%
Continuous control tests passing
Certified agents
+22138agents
Agents currently within a valid certification window
Operations
What the function is running
The roster and where it sits on the ladder, the split between what runs alone and what a person still signs, and a slice of the floor as it stands.
Where this roster sits on the autonomy ladder
A0 assisted through A4 autonomous. Moving an agent up a rung is a governance decision, not a config change.
Agents
10
Active now
10
Tasks / 24h
54,668
Mean success
95%
Work mix, as it stands
How the function's volume divides between the agents and the people.
Runs end to end without a person
84%
cleared inside the ceiling, no queue, no signature
A person reads it before it clears
12%
evidence posted, a named reviewer signs
A person reverses the agent
4%
the agent proposed, the human decided otherwise
Capacity released
30-50% released operating capacity across mature services; selected transactional workflows higher
What runs without a person
Committed to autonomy inside a defined ceiling.
- Enterprise intake, classification and routing
- Standard case execution across service lines
- Queue balancing and SLA breach prevention
- Knowledge-maintenance proposals and evidence packaging
- Recurring control tests and value measurement
What stays with people
Judgment, accountability, and anything a regulator would ask a human about.
- Service portfolio and location strategy
- Policy interpretation and control acceptance
- Major vendor and outsourcing decisions
- Transformation investment and operating-model change
- Unresolved cross-functional disputes
On the floor right now
A slice of live work. The full board carries every item.
- GBS-1180Awaiting human
Autonomy promotion pack — Reconciliation Agent A3 to A4
Assure · Agent governance board · 3h 34m old · 62K actions
- GBS-1181Complete
Routing rule correction — duplicate intake
Route · GBS CoS · 1h 36m old · 1 rule
- GBS-1182Autonomous
Queue rebalance — six service lines
Execute · GBS CoS · 48m old · 284 cases
- GBS-1183Escalated
Agent suspension review — classification drift
Assure · Agent governance board · 6h 20m old · 1 agent
- GBS-1184Drafted
Value ledger reconciliation — Q3 benefit claims
Prove · Finance · 8h 40m old · $14.2M
- GBS-1185Autonomous
Rework loop analysis — supplier onboarding
Prove · GBS CoS · 2h 44m old · 9.4% rework
Actions
What this function is asking a person to do
Ordered by size. Each figure is a live count from this function's own work and governance records, not a target.
2
Items awaiting a person
queued against a named human, clock running
1
Governance decisions pending
an agent stopped at a gate and asked
0
Items older than 48 hours
on the floor long enough to be a problem
0
Agents below 80 confidence
running, but not at a level that supports a promotion
Brakes available right now
What a named human can pull today to stop this function, without waiting for an engineer.
- Widespread control failure across a service line
- Queue duplication producing double execution
- Cross-entity or cross-client data leakage
- Inability to attribute an action to an accountable agent or human
- Autonomy increase applied without business-owner approval
Live observability
What has actually been decided, and where each agent stops
A dashboard that shows only outcomes hides the decisions that produced them. This is the governance record as written, and the ceiling every agent is held to.
Governance record
Most recent first. Each entry names the actor and the call.
SLA breaches prevented by reprioritization
Auto-executedSLA Agent reprioritized 284 cases across six service lines, preventing predicted tier-one breaches without additional human capacity.
notify · SLA Agent · materiality low
Queue duplication contained
ContainedCase Router detected the same intake creating two work items across Procurement and Finance. Duplicate suppressed before execution and the routing rule corrected.
escalation · Case Router · materiality medium
Autonomy increase requested for Reconciliation Agent
PendingAgent Lifecycle Manager submitted evidence of 98% success across 62,000 actions and proposed a move from A3 to A4 for the Finance Reconciliation Agent. Held for business-owner and risk approval.
approval · Agent governance board · materiality high
Agent suspended on quality drift
ContainedAgent Lifecycle Manager suspended a Procurement classification agent after a nine-point success-rate decline across two weeks. Work rerouted to human handling pending re-evaluation.
oversight · Agent Lifecycle Manager · materiality medium
Escalation ceilings
Past the line the agent stops and hands the decision to the named human with the evidence attached.
- A4
GBS Chief of Staff
Ceiling: Operational coordination only — no policy or sourcing authority
Then: Any cross-functional dispute unresolved in one cycle escalates to the enterprise Super Orchestrator.
- A4
Enterprise Intake Agent
Ceiling: Intake and normalization only; no execution authority
Then: Requests with no owning service are held and routed to service design.
- A4
Case Router
Ceiling: Routing within the published service catalog
Then: Jurisdictional or data-class ambiguity routes to the risk desk before assignment.
- A3
SLA Agent
Ceiling: Reprioritization within published service commitments
Then: Any predicted breach on a tier-one service notifies the service owner immediately.
- A3
Capacity Agent
Ceiling: Allocation within approved staffing envelopes
Then: Sustained overload beyond the published threshold escalates to the service leader.
Is policy and strategy coming to fruition
Does the intent above this function reach the work inside it
Counted per sub-function, where each step only counts if the step before it did. A policy that never reaches a running workflow has not landed, however well it reads.
Chain from stance to transaction
4 of 11 sub-functions carry a ratified position, an active policy and a live workflow
Ratified position
4
of 11 sub-functions — a stance the leadership signed, not a draft
...and an active policy
4
a rule in force, with a version and an approver
...reaching a live workflow
4
the rule reaches something that actually runs
...and landing in a GBS tower
4
the run is executed on the shared transaction spine
7 of the 11 sub-functions are executing at volume without the full chain behind them. They run to a general standard rather than to a rule with a version and an approver, and the gap first appears at the position step.
What this page is, and what it is not
Every reading here is computed live from this function's own records, which makes it exact and makes it narrow. Volumes, unit costs, autonomy and trust are modeled: none has been reconciled against an enterprise resource planning system, a service management tool or a payroll register. Read the outcome measures as the shape of the argument, not as an audited result.
Accenture reports more than 450 agents producing a 60% efficiency increase in selected processes. BCG reports up to 60% cost reduction only where end-to-end processes were structurally redesigned. Benefits may appear as volume absorption, service expansion, control improvement or redeployment — not necessarily workforce reduction.